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Pengaruh Kualitas Pelayanan terhadap Kepuasan Mahasiswa Pengguna Jasa Perpustakaan Pusat Universitas Merdeka Madiun
Author(s) -
Mintarti Indartini
Publication year - 2019
Publication title -
ekomaks : jurnal ilmu ekonomi, manajemen, dan akuntansi
Language(s) - English
Resource type - Journals
ISSN - 2580-0043
DOI - 10.33319/jeko.v7i2.9
Subject(s) - reliability (semiconductor) , empathy , service (business) , user satisfaction , affect (linguistics) , order (exchange) , higher education , computer science , psychology , business , political science , social psychology , marketing , human–computer interaction , physics , power (physics) , communication , finance , quantum mechanics , law
Higher education institutions such as universities in the era of technology and information required to improve services in the field of education by using information technology quickly and precisely, so the college can improve its performance. Especially in terms of services in the academic field and as motivate colleges to transform the structure and strategy of development of educational facilities and prerequisites in order to become a superior higher education institutions, making progress, able to compete and trusted by stackholder.The purpose of this study were (1) To analyze the influence of tangible, reliability, responsiveness, assurance and empathy variable partially on student satisfaction of library service user of Universitas Merdeka Madiun. (2) To analyze the influence of tangible, reliability, responsiveness, assurance and empathy variable simultaneously toward student satisfaction of library service user of Universitas Merdeka Madiun. The result of research show that (1) Tangible partially affect the satisfaction of students of central library user of Universitas Merdeka Madiun. (3) Partial responsiveness affects student satisfaction of library user of University of Merdeka Madiun University (4) Assurance partially has no effect on student satisfaction of library user of University of Merdeka Madiun. (5) Emphaty partially affect student satisfaction of library user of University of Merdeka Madiun and (6) Tangible, reliability, responsiveness, assurance and emphaty simultaneously influence student satisfaction of library user of University of Merdeka Madiun. Keywords: Tangible, Reliability, Responsiveness, Assurance, Emphaty, Satisfaction

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